IT Service Desk Trainee
Hybrid
London, United Kingdom
Full Time
16-04-2025
Job Specifications
Why work for us?
A career at Janus Henderson is more than a job, it’s about investing in a brighter future together.
Our Mission at Janus Henderson is to help clients define and achieve superior financial outcomes through differentiated insights, disciplined investments, and world-class service. We will do this by protecting and growing our core business, amplifying our strengths and diversifying where we have the right.
Our Values are key to driving our success, and are at the heart of everything we do:
Clients Come First - Always | Execution Supersedes Intention | Together We Win | Diversity Improves Results | Truth Builds Trust
If our mission, values, and purpose align with your own, we would love to hear from you!
Your opportunity
This is a 12-month trainee programme focusing on gaining first hand experience in the team and discovering what your future would be like with us through induction, on the job learning, skills trainings and networking.
You Will
Provide 1st line support for all JHI employees (US, EMEA, APAC)
Perform Vendor Management duties requiring collaboration with 3rd party vendors outside of the company such as Dell to troubleshoot/fix hardware problems with company equipment
Escalation of Incidents to Global Senior IT Service Desk Specialist and ensuring tickets are escalated appropriately and in a timely manner meeting SLAs
Act as a point of contact for Incidents and Service Requests for end-users
Answering all telephone calls, emails, and walk-ups to the Global IT Service Desk
Resolving and escalating Incidents and Service Requests within agreed SLAs
Manage and ensure On/Off-Boarding processes are carried through for JHI employees
Conduct New Joiner IT induction alongside user training on internal applications as required for new employee orientation
Documentation - Assist with creating, updating, and maintaining support documentation for internal teams
Hardware Support - Unbox, image, configure, test, deploy and troubleshoot desktops / laptops and common peripherals including monitors, docking stations
Hardware Asset Management – Input, update, decommission assets in HAM, following all asset management processes and procedures
iPhone/iPad Support – Receive, configure, test, and deploy alongside of supporting replacement devices. Assist end users with questions with set-up and support questions
Software Support – Assist with install and uninstall of standard software. Assist and train users, when necessary, on common in-production applications
VIP Support – Provide onsite white glove support, build strong relationships with executives, support staff, promptly assisting them with their questions, incidents, and service requests
Feed into the Continuous Service Improvement Plan, participating in team meetings
Participate in floor walking duties, responding to individual queries, problems, tasks. Tracking issues via ServiceNow
Attend and participate in meetings as needed
Participate in on-going projects as required
Participate in shift and on-call rotation(quarterly) for afterhours support
Occasional requirement to work scheduled weekend to handle moves adds and changes
Carry out additional duties as assigned
What to expect when you join our firm
Hybrid working and reasonable accommodations
Generous Holiday policies
Excellent Health and Wellbeing benefits including corporate membership to ClassPass
Paid volunteer time to step away from your desk and into the community
Support to grow through professional development courses, tuition/qualification reimbursement and more
Maternal/paternal leave benefits and family services
Complimentary subscription to Headspace – the mindfulness app
All employee events including networking opportunities and social activities
Lunch allowance for use within our subsidized onsite canteen
Must have skills
Problem Solving approach
Patience
Excellent written and verbal communication
Knowledge and experience of Windows 10/11 and Office 365 applications
Knowledge and experience of supporting desktop and laptop hardware (Dell, MAC)
Strong communication and interpersonal skills
Experience of providing 1st line support
Excellent problem solving, capable of working to deadlines, high level of attention to detail and have a keen desire to learn and progress
Nice to have skills
Knowledge of ServiceNow and Nexthink
Intune
Experience with iPads / iPhone
An understanding of ITIL and best practices
Potential for growth
Mentoring
Leadership development programs
Regular training
Career development services
Continuing education courses
You will be expected to understand the regulatory obligations of the firm and abide by the regulated entity requirements and JHI policies applicable for your role.
At Janus Henderson Investors we’re committed to an inclusive and supportive environment. We believe diversity improves results and we welcome applications from candidates from all backgrounds. Don’t worry if you don’t think you tick every box, we still want to hear from you! We understand everyone has different commitments and while we can’t accommodate every flexible working request we’re happy to be asked about work flexibility and our hybrid working environment. If you need any reasonable accommodations during our recruitment process, please get in touch and let us know at earlycareers@janushenderson.com . This role will remain open through 20 April 2025.
Janus Henderson (including its subsidiaries) will not maintain existing or sponsor new industry registrations or licenses where not supported by an employee’s job functions (as determined by Janus Henderson at its sole discretion).
All applicants must be willing to comply with the provisions of Janus Henderson Investment Advisory Code of Ethics related to personal securities activities and other disclosure and certification requirements, including past political contributions and political activities. Applicants’ past political contributions or activity may impact applicants’ eligibility for this position. Janus Henderson is an equal opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. All applications are subject to background checks.
About the Company
Janus Henderson’s mission is to help clients define and achieve superior financial outcomes through differentiated insights, disciplined investments and world-class service. We’re dedicated to investing in a brighter future together. Formed in 2017 from the merger between Janus Capital Group and Henderson Global Investors, we have 90 years’ experience in investing, underpinned by a culture deep rooted in research. With over 340 investment professionals worldwide, who meet regularly to share insights, we’re able to offe... Know more
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